Senior IT Service Desk Engineer (Remote)

ezCater • Boston, MA

7d • $122,000 - $154,000 • Hybrid

About The Position

ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille. ezCater is looking for a Service Desk Engineer to join the growing IT team. As a Senior IT Service Desk Engineer, you will be responsible for supporting and empowering ezCater business units so they have a smooth and highly performant technology experience. ezCater is an agile, dynamic culture that fosters and encourages cross-team collaboration and requires the ability to be flexible and adapt to the ever-changing work priorities and requirements as we are a fast-growing company. For this role, we are looking for candidates with strong interpersonal skills, who enjoy cupcakes, and are able to successfully work on a team. As a Senior IT Service Desk Engineer you will support a hybrid workforce with some people in the office and others remote, so great communication skills (written, verbal, and presentation) are incredibly important.

Requirements

• A passion for solving technical problems and a desire to help others.
• A friendly and outgoing personality.
• An ability to conceptualize and implement new solutions that improve the experience of our employees and the IT team members that support them.
• An ability to own the resolution of reported issues through to completion.
• Strong attention to detail.
• Experience in providing support for an endpoint fleet of Mac & Windows via JAMF & NinjaOne.
• Supported Google Apps (Google Workspace) environment.
• Supported modern enterprise SaaS platforms (Slack, Okta, Google, Zoom, O365, etc.)
• Experience administering Atlassian products (JIRA/Confluence)
• Working knowledge of Zoom Room Video Conferencing.
• Flexibility in working hours generally from 9am-5:30pm local time and part of an off hours on-call rotation.
• Ability to work from the Boston office 1-3 days per week.
• Able to lift/move desktops & monitors.

Responsibilities

• Triage and prioritize requests for service desk tickets ensuring that the business users have clarity and transparency into the process for resolution.
• Monitor a Tier two queue for ticket escalations and work with IT Operations to prioritize projects within Jira.
• Identify trends in client inquiries and recommend innovative solutions to better the employee experience.
• Troubleshooting network connectivity issues in our Meraki & Fortigate environment.
• Onboard and offboard employees via Okta and other internal tools.
• Assemble, install, upgrade and configure new computing resources, including hardware, software, and applications in a Mac and Windows environment.
• Monitor and make recommendations for improving department and team SLA’s.
• Ensure that workstations are proactively maintained and patched and align with ezCater security policy.
• Support on-site and remote company meetings.
• Train, mentor, and coach junior members of the IT Service Desk on department policies and procedures.
• Lead and participate in projects within IT and across the organization.
• Conduct day one new hire training of ezCater employees.

Benefits

• You’ll get a terrifically compelling experience in an innovative, high performing environment.
• You’ll get to work with engaged and passionate colleagues on challenging and impactful projects.
• You will have opportunities to grow in your career, and work in a place that values work/life harmony.
• Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, Relish (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed